How does a chargeback work on Juuli Visa card payments?

What a chargeback is

A chargeback is a formal way to reclaim money from a purchase made with your Juuli Visa card when something has gone wrong. It applies to outgoing card payments you made to a merchant — for example, a service you paid for but never received, an item that arrived faulty, or a charge you simply do not recognise. The card scheme lets you dispute the transaction and ask for the funds to be returned to your payment account.

Juuli is a regulated platform, not a bank. Your card and payment account are provided through our e-money partner, Stripe Technology Europe, Limited, which is authorised as an Electronic Money Institution by the Central Bank of Ireland (firm reference C187865). Disputes are processed under the official card scheme rules.

When you can raise a chargeback

A chargeback is the right step when you have a genuine problem with a merchant and cannot resolve it directly. Common reasons include:

Goods or services that were paid for but not delivered.
A product that is faulty, damaged, or not as described.
A duplicate charge or an incorrect amount.
A payment you did not authorise or do not recognise.

Wherever possible, contact the merchant first — many issues are resolved fastest with a direct refund. A chargeback is the route to take when the merchant cannot or will not help.

How to start a dispute

If you spot an unfamiliar or incorrect charge, act quickly:

Freeze the card in the app straight away if you suspect fraud or a lost or stolen card.
Gather any supporting details — the transaction date, amount, merchant name, and receipts or messages.
Email our support team at support@juuli.com describing the charge and why you are disputing it.

We will open the dispute with the card scheme on your behalf and keep you updated on its status.

What happens next

Once a dispute is raised, the card scheme reviews the claim and may request additional evidence from you or the merchant. Timelines are set by the scheme, so a final outcome can take several weeks. If the dispute is upheld, the funds are returned to your payment account. If it is declined, the original charge stands and we will explain why.

A chargeback is different from a normal refund: a refund is sent voluntarily by the merchant, while a chargeback is a formal claim through the card network. Please raise disputes in good faith — submitting claims for genuine purchases can lead to account review.

Still have questions? Email our support team at support@juuli.com — we are happy to help you raise a dispute or check its status.